Head of Quality & Customer Satisfaction

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we're driven by a mission to build a future we can all trust.

Present in India since 1953, Thales is headquartered in Noida and has other operational offices and sites spread across Delhi, Gurugram, Bengaluru and Mumbai, among others. Over 2200 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in India's growth story by sharing its technologies and expertise in Defence, Aerospace and Cyber & Digital sectors. Thales has two engineering competence centres in India - one in Noida focused on Cyber & Digital business, while the one in Bengaluru focuses on hardware, software and systems engineering capabilities for both the civil and defence sectors, serving global needs. The Group has also established an MRO (Maintenance, Repair & Overhaul) facility in Gurugram to provide comprehensive avionics maintenance and repair services to Indian airlines and support the growth of the local aviation industry.

The Quality and Customer Satisfaction Manager guarantees the quality of deliverables, compliance with customer requirements and the performance of operations, while improving Customer Satisfaction and operational maturity.

He/she leads the continuous improvement of the Function to optimize its competitiveness. He/she manages the Quality team within his/her scope.

Description of activities significant

Quality Management

• Develop the leadership of its QCS scope in accordance with the rules and expectations of the group's leadership

• Ensure the effectiveness of the alert and veto processes to the company's management and, ultimately, to the COO

• Promote the QCS function internally

Performance Quality

• Manage the performance and transformation plan for the Quality and Customer Satisfaction (QCS) function for its perimeter
• Set up key indicators to measure quality performance and customer satisfaction

• Ensure the implementation of regular operational management and produce in-depth analyses with a view to establishing the Quality Performance Plan (QPP)

Quality Assurance (QA):

• Be responsible for the quality of offers and projects by ensuring that they provide value and satisfaction to clients

• Disseminate the group's quality assurance policy, ensuring that risk-based quality assurance is applied, anticipation, prevention and proactivity
• Ensure that the right level of resources and capabilities is deployed to effectively exercise their responsibilities - including their right to alert, veto...

Customer Satisfaction:

• Ensure the quality of delivered products and compliance with customer requirements and operational performance

• Measure the level of customer satisfaction

• Record and address customer complaints and problems and conduct improvement action plans with the organizations and functions

Management System / Certifications:

• Lead and support the preparation of accreditations and certifications

• Conduct the process audit policy for your scope

Hierarchical management and development of its teams (setting objectives, check-in, developing skills, recruitment) Ensure compliance with the provisions of the Code of Ethics and the Code of Conduct in the framework of the above tasks.

• Represent and convey the voice of the client and the main stakeholders (regulations, suppliers...) to the Discipline with which he/she works, in order to improve quality performance and customer satisfaction.
• Identify recurring problems and coordinate cross-functional improvement action plans.

• Manage the quality performance of the discipline he/she represents and anticipate risks to achieve excellence sustainable operational through indicators (On Conformity Delivery, Cost of Non-Quality, Maturity Risk Index, ...).
• Deploy the Culture Quality strategy.

• Define non-quality costs and their associated measurement, manage the deployment of the measure in GBUs/countries

• Manage the annual reduction of non-quality costs for the Discipline for its entity.

• Challenge the maturity roadmap of your entity's Discipline.

Relationships of work Internal and external

Director Functions

VP/Quality Director GBU/BL/Country

Director of BL/Country Operations

Country Director

Disciple Qualite Leader

Purchasing Director

Director of the Competence Centre

Providers/Suppliers Training

Standardization/Certification bodies: AFNOR/LRQA/IAQG

Relationship Type

Strategic negotiation, influence, pedagogy/coaching/awareness-raising, strength of conviction regarding the long-term vision

of the profession, dissemination of quality culture and client voice

Hierarchical management

Yes

Functional management

Yes, management of its QCS teams

Knowledge and experiences professionals

Engineer, Master 2

In-depth knowledge of QCS methods and tools

In-depth knowledge of Lean

Leadership

Communication skills

Strong analysis capacity

Financial literacy

Experience in management (hierarchical, transverse, project mode...)

Operational experience / discipline (Project, Engineering, Industry, Purchasing)

Professional fields (Civil, Defense...)

Mastery of problem-solving methodologies, root cause analysis, and continuous improvement (EN9136)

Knowledge of the EN9145/APQP Methodology

Knowledge of the conduct of change

Capacity for multicultural leadership

Ability to influence

Understanding business

Project Management Knowledge

Successful experience in managing a transformation plan

Fluency in two languages, including English

15 years of experience in a large industrial group

Knowledge of the rules issued by Thales regarding the prevention of corruption and influence peddling

At Thales, we're committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you'll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference - for a safer, greener, and more inclusive world.